Zurich Australian Insurance Ltd - Refunds

In 2021 ASIC asked general insurers to check their pricing systems, controls, and practices. The goal was to make sure customers were getting the discounts they were promised.

At Zurich, we carried out a detailed review and discovered that a number of customers were owed refunds. We worked with our brokers to reach out to those customers and process the refunds. Unfortunately, we couldn’t get in touch with everyone.

We’ve now finished this process, and the self-service secure Refund Portal is no longer active.

For refunds we couldn’t process because we couldn’t get in touch:

  • If the refund was more than $100, we’ve sent it to the unclaimed money fund in the relevant state.
  • If it was less than $100, we’ve donated it to charity. But don’t worry – you can still contact us and claim your refund if it’s owed to you.

Need help or want to talk to us about your refund?

We are here to help

If you’d like more information about your refund, we’re here to answer your questions.

We are available over the phone between  Monday – Friday, 8:30am–5:30pm AEST on 1800 204 552

refund@zurich.com.au

Answering some of your questions

If you have a current or a previous policy which required a refund we attempted to contact you by email, SMS and/or phone (or a combination of these).

If we’ve previously sent you a communication about a refund, please call us on 1800 204 552.

To help us identify the correct refund, if possible, please have your Refund ID from the communications we sent you handy. You will be asked a few questions to make sure we're speaking to the right person.

The self-service secure Refund Portal is no longer available.

If you would like to speak to us, please contact our Customer Service team between 8.30am – 5.30pm AEST, Monday – Friday on 1800 204 552.

The self-service secure Refund Portal is no longer available.

Please contact our Customer Service team on 1800 204 552, Monday – Friday, 8.30am – 5.30pm AEST.

Or via email at: refund@zurich.com.au

When emailing us, please provide a contact phone number in case we need to speak to you.

Any correspondence from us will always direct you to this page. If you’re unsure whether a communication is from us, please do not provide your bank account details or click on any links or attachments.

If you have any concerns, please contact our Customer Service team on 1800 204 552, Monday – Friday, 8.30am – 5.30pm AEST. 

Your broker, who was acting on your behalf at the time the policy was active has been made aware of this refund. You can ask your broker to contact us if you’d prefer.

The self-service secure Refund Portal is no longer available.

Please contact our Customer Service team on 1800 204 552, Monday – Friday, 8.30am – 5.30pm AEST.

We will only use the data we collect to enable this refund process.

We are committed to handling your personal information responsibly and in accordance with the Privacy Act 1988. You can read our Privacy Policy here.

You can also access this policy by typing the below into your preferred browser:

www.zurich.com.au/important-information/privacy

Once you have provided your account details your refund will be processed within 15 business days.
You may be contacted separately for each policy.

You can make a complaint through our complaints process here. Once a complaint is made, we will be in contact with you within 5 business days.

You can also access this page by typing the below into your preferred browser:

www.zurich.com.au/contact/complaints

Where applicable, the refund is inclusive of these charges.

Your refund has been calculated as follows:

The premium refund + Applicable charges (such as Stamp Duty, GST and ESL where applicable) + Interest, in accordance with applicable laws relating to interest.

Zurich Australian Insurance Limited ABN 13 000 296 640 (Zurich) is an Australian authorised insurer and is part of the Zurich Insurance Group (Zurich) – a leading multi-line insurer that serves its customers in global and local markets.

Your policy would have been placed via a broker.

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